Incident Manager

Job Description

We are Looking for seasoned ITIL Certified Incident Manager Specialized in Cloud & SaaS Managed services with Overall experience of 10+ years in managing 24x7 IT services Support. Professional Experience: 10+ years of expertise in managing 24X7 IT services, operations. Minimum 5+ years Hands on experience in incident Management of Cloud & SaaS Managed services. Proven experience in handling Major Incident Response and Resolution management, Cross functional co-ordination, Communication and stakeholder expectation management. Proven experience in ITSM Tool Monitoring and Management for Incident, Problem and SLA management. Technical analysis: Ability to analyze Logs, error messages and Tech report and ability to identify RCA and Remediation. Drive Team towards key Support KPIs/SLA Compliance. Key certifications: ITIL Certified /Fundamental Technical certification in Cloud and SaaS Technologies. Key KPI Demonstrations: MTTR Reduction Recurring incident elimination Incident SLA management CSAT (Stakeholder expectation Management) Process improvement (Incident, Problem and SLA Management) Knowledge management Soft skills: Excellent written and verbal communication skills Ability to cope with Business Ops pressure and handle cross functional team towards Resolution Major incidents can happen at any time. Ability to cope with Time pressure and be ready to be available round the clock to handle Major Incidents Ability to monitor incident management processes, Tools and Document and recommend continuous Improvement.